IT Desktop Support Specialist

Drexel University•Philadelphia, PA

2d•$45,330 - $68,000•Onsite

About The Position

The IT Desktop Support Specialist provides advanced, on‑site (Tier 2 and Tier 3) technical support for faculty, staff, and student users in high‑level or sensitive environments. Support is delivered through a combination of on‑campus, in‑person assistance and remote access, with a strong focus on security‑related software, end‑user computing environments, and emerging technologies across Windows and macOS platforms. This role is responsible for planning, advising, and coordinating technology installations within supported offices and departments. The specialist actively participates in desktop and laptop imaging, deployment, and lifecycle management for administrative and academic offices, ensuring systems are configured according to institutional standards and security requirements. Responsibilities also include overseeing hardware and software inventory, managing software licensing needs, and maintaining the security and integrity of computer systems. The IT Desktop Support Specialist maintains a strong working knowledge of computer networks and the relationships between systems, applications, and end‑user devices. The position requires the ability to assess user needs, troubleshoot complex technical issues, and independently research and implement solutions that address both immediate operational concerns and long‑term technology objectives.

Requirements

Minimum of a Associate's Degree in or two-year college equivalent or the equivalent combination of education and work experience.
Minimum of One to two years of experience.

Responsibilities

Provide operational support for relevant University functional users needing assistance with desktop security tools. May oversee or participate in training for new users on this system functionality.
Demonstrate knowledge of interrelationship among networks and systems.
Manages support requests and tasks to ensure goals and objectives are completed on time.
Proactively supports end user departments and individuals in third-tier identity and computer accounts related problems.
Coordinates and Supports mass mailing team and university-wide use of mass communications; provides definition of guidelines for its use and prepares or oversees documentation for end user management of their own lists.
Additional responsibilities include creating and/or providing test plans, software/application defect examination and definition, high level functional support, process oversight and scheduling.
Contribute to and maintain knowledge base content by documenting solutions, updating existing articles, and ensuring accuracy of information related to supported services.